Final Consumer Response /* (2000, 24, 2016/02/05) */
Please be advised that I was able to get. Satisfaction from this company. Please conclude this file. [redacted]
Initial Business Response /* (1000, 8, 2016/11/16) */
[redacted]
To whom it may concern;
The customer purchased the doors in 2014; there have been 3 visits by...
[redacted], to [redacted] home concerning this complaint. The first visit was in 2015, the second visit was in January 2016, the last visit was on October 25, 2016. As reported by [redacted], the doors were operating and closing just fine, and sealing very well. The customer was using a thermal sensor by the sweep of the door and then measuring in the middle of the kitchen, there is obviously going to be a change in temperature from these two locations. This temperature difference would be found in anyone's home if you measure near an exterior door versus the middle of a room.
Other visits by another technician prior to [redacted]s 3 visits had the same result, they could not find an issue with the door. During the last visit it was recommended to the customer to purchase and change the sweep she was concerned with, as sweeps are not covered under warranty it is the responsibility of the homeowner to replace them.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2016/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Irregardless of thermal testing or not, it is NOT acceptable for snow to melt on the outside of the house next to the door, or water to freeze inside next to my door. We had to put towels on the bottom to prevent my house being cold. One service guy in particular, [redacted], came multiple times and have never seen any issues with the doors. It was stated that you will have a draft if its -20, or a certain amount of wind. Maybe so, but days with no wind, plus degrees temps, and the draft still blows in. Thereafter, [redacted] came and inspected the doors and was baffled on why there wasn't any felt inserts on every single door installed (this should have been picked up on previous visits he noted). This was the only visit that our concerns with the door was validated. He said, of course they are drafty in the warm month of June. The sweep was also installed and cut/ split right from the day the doors were installed, as the door wasn't closing properly. This was stated by the contractor that installed the doors. Their words were, "the doors are defective and not sealing properly, they will most likely have to be replaced to be prevent draft". The replacement of the door sweeps, should not be our responsibility, as it was done by the contractor. And since, it was never resealed by your company. Last year, the doors had been tightened so much to prevent the draft, so much that eventually we could not lock the deadbolt. So now it being loosened up, once again the problem remains.[redacted]
Final Consumer Response /* (2000, 24, 2016/02/05) */
Please be advised that I was able to get. Satisfaction from this company. Please conclude this file. [redacted]
Initial Business Response /* (1000, 8, 2016/11/16) */
[redacted]
To whom it may concern;
The customer purchased the doors in 2014; there have been 3 visits by...
[redacted], to [redacted] home concerning this complaint. The first visit was in 2015, the second visit was in January 2016, the last visit was on October 25, 2016. As reported by [redacted], the doors were operating and closing just fine, and sealing very well. The customer was using a thermal sensor by the sweep of the door and then measuring in the middle of the kitchen, there is obviously going to be a change in temperature from these two locations. This temperature difference would be found in anyone's home if you measure near an exterior door versus the middle of a room.
Other visits by another technician prior to [redacted]s 3 visits had the same result, they could not find an issue with the door. During the last visit it was recommended to the customer to purchase and change the sweep she was concerned with, as sweeps are not covered under warranty it is the responsibility of the homeowner to replace them.
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2016/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Irregardless of thermal testing or not, it is NOT acceptable for snow to melt on the outside of the house next to the door, or water to freeze inside next to my door. We had to put towels on the bottom to prevent my house being cold. One service guy in particular, [redacted], came multiple times and have never seen any issues with the doors. It was stated that you will have a draft if its -20, or a certain amount of wind. Maybe so, but days with no wind, plus degrees temps, and the draft still blows in. Thereafter, [redacted] came and inspected the doors and was baffled on why there wasn't any felt inserts on every single door installed (this should have been picked up on previous visits he noted). This was the only visit that our concerns with the door was validated. He said, of course they are drafty in the warm month of June. The sweep was also installed and cut/ split right from the day the doors were installed, as the door wasn't closing properly. This was stated by the contractor that installed the doors. Their words were, "the doors are defective and not sealing properly, they will most likely have to be replaced to be prevent draft". The replacement of the door sweeps, should not be our responsibility, as it was done by the contractor. And since, it was never resealed by your company. Last year, the doors had been tightened so much to prevent the draft, so much that eventually we could not lock the deadbolt. So now it being loosened up, once again the problem remains.[redacted]